Finally PLDT restored my land-phone and internet

pldt logoOctober 16, 2009 – PLDT (Philippine Long Distance Telecommunications) restored my landline and DSL service. It took them 21 days to restore their services which usually took 2 days to 1 week. We lost our telephone connection and internet service the time our home was flooded when a Super Typhoon (Ondoy) hit us last Septmeber 27, 2009. (That explains why my last blog post is almost a month old) The next day I saw a PLDT truck on our village holding a Zyxel DSL Modem, it seems that he is already fixing our neighbors connection so I asked him when will he fix ours, he told me that it depends on the contractor assigned to us. I then reported my concern to PLDT using their 171 hotline number and waited for a couple of days. I phone them almost everyday for follow up but they just come up with the same explanation over and over, promising that our line will be back soon. One time I asked the Customer Support Representative if going to PLDT main office and filing a complaint will make the restoration process faster, but they told me that they will just ask me to call 171 and I will wait on long queue to talk to someone.

After three weeks of calling 171 almost every day, I decided to go to a PLDT office near us. It seems the the PLDT office was also devastated by the typhoon and they have to serve with a temporary office at the back of their building (PLDT Cainta). The guard asked me for my concerns, and told me that I will be on a long queue and it will took me several hours or tomorrow to get served. He then offered me to sign in a list so I dont need to proceed to the office, I signed up but then asked if he could give me a queue number so I can check how many people are there before deciding to leave. To my surprise  I only see 20-50 people, and I was able to talk to a PDT personnel in 3-4 hours. The guy told me that my landline and DSL will be restored as early as tomorrow, but when I got home PLDT line man arrived and fixed my land phone in less than 10 minutes (they just replaced the phone and junction box). WTF! I need to wait 3 weeks to fix my land phone in 10 minutes, they line men told me that other team will fix my internet. Luckily the Zyxel Model which was submerged during the flood still worked. Next time I will go directly to the PLDT main office to complain, it seems that they prioritize personal complaints filed on their service office over complaints made through their 171 trunk line.

So here’s how to get your PLDT land phone and DSL service restored faster.

  • Call 171 and report the problem upon it’s occurrence.
  • Go to a PLDT business office to talk to a PLDT personnel.
  • Look frustrated when talking to a PLDT personnel.
  • and finally when you see a PLDT cab/truck, bribe the PLDT lineman or contractor to fix your landline at once ( I should have do this the time I saw a PLDT guy fixing our neighbor  phone)

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